Aileen A. Serrano | Teach | Customer Service | Email Management...

I started off my career in BPO as a Customer Service Representative in a US Retail Account. Wherein my main role was to received incoming calls and assist customers regarding their account, orders, and services. In this role I learned how to engaged to the customers, empathize, dealing with different kinds of customers, and handle complex problems while providing excellent services.
I've also been one of the Virtual Quality Analyst wherein we listened to recorded phone calls, and provide daily coaching with the agent to ensure Quality phone calls and services that we provide to our customers. I also provide reports and presentations regarding their performance. I make sure that we meet the target and achieve the recommended metrics.
I am currently working in a Private school as a Contractual Teacher. Wherein my role is to teach students the different subjects, engaged them to different activities that can help them to learn different things. And also help them in boosting their self confidence.